Support Analyst I

Job Duties and Qualifications

Under direct supervision, provides remote technical support services to external and internal users of Landmark environment and applications on basic/routine issues via telephone, email and electronic channels while adhering to Customer Support operational processes and best practices. Resolves the end user&aposs service request by applying established problem solving techniques including trouble shooting, data quality review, replicating the end user&aposs workflow, understanding how the software is functioning and proposing solutions that allow the end user to achieve their objectives. Service requests are limited to basic questions regarding installations, configuration, data formatting and application functionality/workflows. Escalates all complex or novel issues to higher level Support Analysts as needed. The nature of the support services provided requires knowledge of the domain science and knowledge of one to few software applications used within the domain. Knowledge of domain software applications is acquired through structured training, self-guided learning, and on-the-job experiences. Requires an undergraduate degree. No previous experience is required. Concentration in geoscience, engineering, or computer science is preferred.